Blimey, Arborisk, what a joke

[Gav73]

Aren't they made available under the various data protection acts? I.e. just submit a subject access request and they have to provide all your data within a few weeks.

Unfortunately that’s not the case.

Phone conversations aren’t part of a data subject access request. The telephone line is recorded as one continuous recording, software is then used to “find” the relevant conversation using time stamps, the agents name and the telephone number captured to listen to that call.

The way it’s captured falls into what’s called a structured data set - which basically means it is not a single persons data and therefore isn’t held against any persons name or details and doesn’t form part of a data subject access request - you only get details held against your name, reference number and address etc

[Paul in the woods]

15 minutes ago, Gav73 said:

 

Unfortunately that’s not the case.

Phone conversations aren’t part of a data subject access request. The telephone line is recorded as one continuous recording, software is then used to “find” the relevant conversation using time stamps, the agents name and the telephone number captured to listen to that call.
 

Interesting thanks, I can't find anything specific on the ICO site. I ask because my car insurance provider does not record what is said in phone conversations on the paperwork it sends out and their data protection team assure me my records are correct. I'm sure they made some reference to the phone conversation but without checking I can't be sure.

[Paul in the woods]

10 hours ago, Gav73 said:

Phone conversations aren’t part of a data subject access request. The telephone line is recorded as one continuous recording, software is then used to “find” the relevant conversation using time stamps, the agents name and the telephone number captured to listen to that call.

The way it’s captured falls into what’s called a structured data set - which basically means it is not a single persons data and therefore isn’t held against any persons name or details and doesn’t form part of a data subject access request - you only get details held against your name, reference number and address etc

Do you have any reference for this? Whilst call recordings don't seem to be specifically adressed in the GDPR regs I've found various comments online that say they would be subject to a subject access request. Logically, if a call amends details of a policy it should be linked to that policy so I can't see why it doesn't fall under GDPR.

 

Obviously I'd still recommend people record all such calls as calls seem to be easily 'lost'.

 

 

[Gav73]

Do you have any reference for this? Whilst call recordings don't seem to be specifically adressed in the GDPR regs I've found various comments online that say they would be subject to a subject access request. Logically, if a call amends details of a policy it should be linked to that policy so I can't see why it doesn't fall under GDPR.
 
Obviously I'd still recommend people record all such calls as calls seem to be easily 'lost'.
 
 

Years of working in an industry that used call recording. With regards to GDPR, that came in after my time.

I totally understand the “lost call” scenario, there’s two issues there. The first is not being able to find a call (ie no record on a file of when a call took place and which agent, phone number etc makes finding a call like looking for a needle in a haystack) and the second is if the recording software fails - which I’m pretty sure needs to be reported to the regulator.

[trigger_andy]

Do you have any reference for this? Whilst call recordings don't seem to be specifically adressed in the GDPR regs I've found various comments online that say they would be subject to a subject access request. Logically, if a call amends details of a policy it should be linked to that policy so I can't see why it doesn't fall under GDPR.
 
Obviously I'd still recommend people record all such calls as calls seem to be easily 'lost'.
 
 

What app do you use to record your call?

[Paul in the woods]

4 hours ago, trigger_andy said:

 

What app do you use to record your call?

No app, just a digital dictaphone. We use a land line for most calls so just put it on speaker and record away.

[trigger_andy]

14 minutes ago, Paul in the woods said:

No app, just a digital dictaphone. We use a land line for most calls so just put it on speaker and record away.

Ahh, I see.

 

Do you inform them? If so how do they react?

[Paul in the woods]

I don't think you need to inform people but I do, just a simple "I'm recording this conversation for my records". If anything it helps them focus their mind a little.

 

I prefer using email but some companies always seem to want to phone you rather than reply to an email.

[trigger_andy]

I don't think you need to inform people but I do, just a simple "I'm recording this conversation for my records". If anything it helps them focus their mind a little.
 
I prefer using email but some companies always seem to want to phone you rather than reply to an email.

Thanks.

Yeh, I can see why they prefer to have a one sided untraceable record. [emoji16]